Service Charter

STATE DEPARTMENT FOR SHIPPING AND MARITIME

Inspiring Shipping and Maritime industry in Kenya

SERVICE DELIVERY CHARTER

Service Offered	Our expectations from Stakeholders	Point of Service	Cost	Our Commitment Time/Directives
Customer service	None	All officers	Free	Within 5 Minutes where there was prior appointment and 10 minutes for impromptu visits
Answering telephone calls	None	All Officers	Free	Within 3 rings
Responding to general correspondences	Letters	HQs	Free	Acknowledge within one day Give a full response within three (3) working days for non-technical issues Give full response within 14 days of receipt for technical issues
Conveying the outcome of Tenders	Tender Documents	HQs	Free	Within 21 days from the closing date
Payments for goods supplied and services rendered	Goods/services/works *Itax Invoice Delivery noteInspection acceptance certificate, S13	HQs-Accounts	Free	Within 14 days after receipt of proper documentation as per contract terms
Supplier Payments	Accounts Department	Pay suppliers as per contractually agreed payment terms. Pay staff claims, imprest, per diems and seminar facilitators fees within 5 working days of receipt of approved requests.	Free Free	Receipt of invoices by 3rd of the following month. Approved requests